CSS - SAA Employees Survey -

CSS - SAA Employees Survey: View Response #22

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Your Occupation

Date of Travel

Flight #

Class of Travel and Seat #

Duty Travel Booking Process

Please provide us with reasons for your selected response.

How would you rate your experience at Check-in at the Airport

Do you have more feedback for the Check-In Team?

How would you rate the Boarding and Departure service?

Was your departure on time?

If delayed, were you kept informed?

Please provide additional comments, if any:

Inflight Service: Cabin Crew

Additional Comments:

Inflight Service: Food and Beverage

Any advice or recommendation for improvement?

Arrival & Baggage Services

Is there anything else you would like to share with us concerning your travel experience?

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General Manager

2/17/2016

sa161

Business

The approval from my boss was instant and the duty travel office immediately made the bookings for me.

	Poor		Average		Good
	1	2	3	4	5

How would you rate the Check-in service?
Waiting time at Check-in:
Grooming standards of Check-in personnel:
Friendliness and Professionalism at Check-in:
Staff Efficiency during Check-in:

The team at the kerbside check-in area are exceptionally customer focused. I have observed them WOW our high value customers with their attention to detail and focus on efficient customer thoughtfulness.

	Poor		Average		Good
	1	2	3	4	5

Boarding information (signage)
Boarding announcements
Grooming standards of the gate personnel
Friendliness and Professionalism
Boarding efficiency
Priority Boarding
Your overall Boarding and Departure experience

YES

N/A

The priority boarding process is very difficult for the boarding team to manage. It might be due to the pressure of getting everybody on board in order to achieve the on time departure standards. However, the value of the priority boarding facility is lost and it becomes a negative because there is hardly any priority - instead it is a first come first served basis.

	Poor		Average		Good
	1	2	3	4	5	N/A

Friendliness of our Cabin Crew
Grooming standards of Cabin Crew
Communication Skills
Helpfulness
The night service provided by the Crew (where applicable)
The cleanliness of the toilets and cabin
The overall service quality standards of our Cabin Crew

The crew ate there to ensure safety and they make it very clear. However, times are changing and our competitors are changing with the times. Our crew can be exceptionally good, and yet they can be very bad. Not every black person speaks our local vernacular languages, let us stick to English unless if the passenger changes to the vernacular.

	Poor		Average		Good
	1	2	3	4	5

The Beverage Selection
The menu options and availability
The presentation of the meals
The overall food and beverage service system

The crew seem to be in a hurry to finish the meal service, even on a six hour flight to Accra or 14 hours to New York...then they rest and rest and rest and rest. Maybe for flights longer than 4 hours the crew should stagger the service as a standard. Instead of serving the meal to everybody, ask the guests to say when they are ready for their meals. The food quality is satisfactory. Maybe we should introduce more route specific meals for the African destinations?

	Poor		Average		Good
	1	2	3	4	5	N/A

Staff presence at the exit doors
Staff assistance
Baggage delivery times

How satisfied were you with the Approval process?

How satisfied were you with the travel confirmation process?

How efficient were the Travel Office personnel?

Most of the time I experience very good service. However the reality is that it is no longer good enough especially for our fare paying passengers who have so many choices. We need to effect a massive step change in our customer thoughtfulness.